Identity issue may not be at your end or on your tax return. Usually, it is because someone else tried to use or used your social security number to file a tax return. Sometimes, the IRS picks up certain return because they consider there is a possibility of identify theft because your return is similar with certain information with other taxpayer(s).
Because you have authorized your CPA to handle the situation for you, you don't have to call (contact) the IRS. Your CPA should.
Have your CPA contact the practitioner priority service at(###) ###-#### The wait time can be less. Even if s/he is transferred to other lines, the wait time is less.
The best time to call, if you want to "beat the system", is 7 am and/or half an hour before they close. But if we have an urgent matter, we want to call when there are the most agents available to talk to us. Then, we don't want to wait for too late. Personally, I use Friday to make the calls. That is, the entire Friday. For each case, I schedule at least three hours for one phone call. Otherwise, it would not be enough time for the hold, transfer. Once you get them on the phone, it may not be too long.
When the recorder says "cannot take your call at this time", call back in 10 minutes or so. I routinely represent clients before the IRS. I plan on be on hold for at least two hours if I get to be on hold. My longest conversation and on hold record is 8 hours. The latest hour is up to 10 pm with collection. That is because if we can get on line with them before 7 pm, they usually cannot stop the conversation with whatever we are working on.
This is part of the deal of dealing with the IRS. But think it this way, the person (IRS representative) at the other end does not rest. They are one phone call after another. So, if we are polite and pleasant, they are getting a break and continue to help us.
This is the way to resolve the issue.
Please feel free to follow up.
Fiona Chen, MPA, Ph.D., CPA, ABV, CFF, CITP